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British Airways Reviews

1.8 Rating 257 Reviews

18 %

of reviewers recommend British Airways

Company Reviews

1.8

Based on 257 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 9%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Avg Email Response Time	29 minutes
Returns & Refunds
Refunds Process	Difficult

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British Airways 1 star review on 7th October 2023

British Airways 1 star review on 21st December 2022

British Airways 1 star review on 18th November 2022

British Airways 1 star review on 18th November 2022

British Airways 1 star review on 25th July 2022

British Airways 5 star review on 11th June 2022

British Airways 1 star review on 4th March 2022

John Oberlin-Harris

19

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Totally shocking customer care There was a mistake on my booking made by BA. Got an email to say "contact us to discuss". Took over 30 contact attempts spanning 7 hours and STILL not resolved. The absolutely most shambolic customer support I have ever experienced. Still waiting for the call back I was promised 2 weeks ago.”

British Airways 1 star review on 4th March 2022

British Airways 1 star review on 4th March 2022

Posted 2 years ago

“Flew back from Gothenburg on 18thFebruary. Awful weather and excellent landing. Surly staff at check in, all but one cabin crew unpleasant. Like the last reviewer we had a succession of serially delayed luggage announcements then told our luggage was missing. My bag arrived with our postie on 23rd February, my husband’s bag is still MIA. Very difficult to get through, and seemingly impossible to get accurate information. I think we will never use BA again.”

Posted 2 years ago

“We arrived at Terminal 5 on Friday 25, we waited for our luggage, nothing arrived, we were told it would be 30mns, the after 40mns it will be another 20mns Then nothing, BA doesn’t know where our luggage is so we filled in ‘forms’ and left. Our luggage was found Sunday 27, picked up at 1600 by delivery company from airport. It’s now 10am Monday 28 Feb and still no luggage. We traveled Business Class, the food was dreadful, no more legroom than Economy, just an extra seat in the middle. We want to support you BA, but you don’t care about your customers. WHERE IS OUR LUGGAGE”

Posted 2 years ago

“We have been trying to resolve a hotel booking made using 132k avios + money as I am down with Covid so only need to push the booking by a couple of weeks. My wife is on her 3rd trimester with our first child and this Wednesday 23/2 was my birthday so she made a surprise booking for us to spend our last ever holiday as a couple. My wife has spent countless hours (over 12 hours to date) on the phone to even try to speak with someone. We have messaged on other channels as well without hearing back from BA. Every time we manage to speak to someone on the phone we are told the BA systems are down. The BA reps are also saying different things, sending us to other Departments, and we receive inconsistent and conflicting information. We managed to speak directly to the hotel who agreed to cancel free of charge as a gesture of good will also considering payment has not been processed. But now BA is saying the payment was made to the hotel - which is a lie, so nothing can be done. The reality is that BA does not want to take the phone and speak with Xpedia who is their middleman to sort the situation out. This is the worst customer service we will absolutely refrain from flying with BA ever again. We will also stop using American Express and their BA card as they are charging us £200 a year. Several years worth of points have now vanished. We are left with the most disgusting experience overall and personally will be suffering from this as my wife is now in a really bad state of mind for the remainder of the pregnancy. We will also let our network know that BA is the absolute worst and why and how they treat poorly their most loyal customers. I recommend against using any of the services of this company to anyone.”

Posted 2 years ago

“The worst traveling experience of my life. I was meant to get a connection flight but I missed it due BA delay in departing and also arriving. My flight was at 20:35. Since then I could not find anyone to help at the airport, I spent over 60 euro ringing your customer service line. Now is 6am of the next day. I could not leave the airport. I'm right now for 1h with BA staff trying to issue ticket at the service desk but the ticking department doesn't answer. That's absolutely outrageous. I have not slept or ate and there is absolutely nothing from BA side. Will never purchase tickets with BA ever again.”

Posted 2 years ago

“So, when British Airways over books a flight. Don't disagree, you'll get tossed off the flight.”

Posted 2 years ago

“Needed to make a few changes to my booking, contact them and things were sorted promptly. They wavered the £100 charge that I could of easily been made to pay. They have Probably been getting a few poor reviews due to the way things have been. So here’s a good one and we’ll deserved. Thank you. ⭐️⭐️⭐️⭐️⭐️”

Posted 2 years ago

“Was supposed to fly from Ghana to London on 2/01/2022 but tested positive for COVID so my brother went to the airport to speak to BA desk regarding the results he said the lady he met was very welcoming and in few minutes they rescheduled my flight date to 14/01/2022 Then on the said day the flight delayed for 30 minutes and the staff kept apologising every 5 minutes till we boarded. The crew were extremely nice especially Mathew in particular who was very patient in dealing with a very demanding passenger who sat in front of me . Giving her extra food , drinks and explaining all her concerns for an economy passenger. I have taken BA to Accra over past five years and I must say this is the first time I was very impressed by their crew especially Mathew . I am looking forward to always travelling with them back home to Ghana and hopefully I will meet more Mathews Thanks Ahmed”

Posted 2 years ago

“Let’s start with no phone customer service, 0, no one answers the phone, the lines to check in can take up to an hour or more, with all covid related issues the staff in Miami was very unwilling to assist, treating customers as if they were cattle, except for Petra, she was very helpful after all failed to provide customer service. At heaththrow was quite interesting too.”

Posted 2 years ago

“British Airways used to be my favorite airline for traveling to Europe, but how that have treated loyal customers during the pandemic is despicable. They have the worst check in service counters with rude women who could care less if you’re trapped in a country , wait times for lines in connection flights is in excessive of 5 hours , if you try and call their customer service line , you are left on hold for hours and if you do actually get to talk to someone they try to tell you that changing your flight will cost you $9,000 when they were the ones who canceled your flight in the first place ! This has to be against the law .. price gauging , taking advantage of people during a pandemic!!! They will take your number and ask to call you back because who you are talking to will state they have to go ask someone else if they can get you a flight . They hang up and NEVER call you back ! This is hands down the worst airline on the planet . They lost a 15 year customer over this holiday week ! I will be reporting them to the Department of Transportation as well for price gauging during a pandemic and not offering refunds . Ridiculous!! These people who work for British Airways should be ashamed of themselves.”

Posted 2 years ago

“My suitcase has been lost for 2 days now and no one at British airways picks up the phone. I have a wedding and I don’t know what is going to happen.”

Posted 2 years ago

“Exploits people during Covid for profit.”

Posted 2 years ago

“So I cant travel because of my COPD that I've had ever since I caught Covid and your CS team is telling me I cant get a £270 refund back on my card and can only get a voucher? Why are you scamming customers? I cant fly! Refund my money.So I cant travel because of my COPD that I've had ever since I caught Covid and your CS team is telling me I cant get a £270 refund back on my card and can only get a voucher? Why are you scamming customers? I cant fly! Refund my money for flight WH4ANB”

Posted 2 years ago

“Literally...... British Airways does NOT care if they ruin your travel plans. They do not intend to help anyone after they take your money, cancel "parts" of your trip, leaving you stranded....causing havoc and chaos in your life (if you made the mistake with booking flights with them). Why does there customer service have the worst reviews of any airline? Because they DO NOT have customer service!! Why are they rated the 2nd worse airline company....? Read the reviews. Totally a sham company which is bewildering for UK to have such an awful airline. I have emailed, sat on the phone for days, tried to stupid chatbot ... still nothing. We all have better things to do (like enjoy the Christmas season) than to be screwed over by British Airways! Pandemic or not....unexcusable to hurt so many people.”

Posted 2 years ago

“I arrived at LHR T5 a full 3 hours before my flight. Check in apps and machine’s were not working and the check in staff were overwhelmed. It took 2.5 hours to check in and a further 30 mins to clear security. The flight was then delayed for 2 hours. Really poor service at LHR”

Posted 2 years ago

“Booked my flight on 8 October 2021 , for New Delhi - London - Toronto flight booking PNR - NJXRJ8 for 2 December 2021 . To my surprise , my flight segment New Delhi - London was cancelled and emailed on 12 November that is today , it’s a shame to know that seeing increase of demand in months time to destination with flights still on the route , people who booked earlier on cheaper price , there booking is cancelled without mentioning any appropriate reason . I will never book again with british airways , this is pathetic way to serve people after charging a good amount of money but still staying greedy . British airways - unethical , cheat airways”

British Airways 1 star review on 12th November 2021

British Airways 1 star review on 12th November 2021

Posted 2 years ago

“A few hours before my family and I were leaving Nottingham for a Gatwick flight only to Antigua we were sent an email to say that we hadn't paid??? When the flight had initially been booked over a year ago, cancelled the first time by BA themselves and moved on to 23 October 2021, receiving email confirmations from BA...constantly being updated on change of flight times throughout the year. We all know flights are paid up front....With hours to spare, and no supervisors to take ownership of the call or us to show confirmation email trails, we were all stressed, and so not wanting to loose the separate accommodation taxis we paid for etc we relunctly paid the flight money again, advising we'd address the issue on our return....As soon as we returned home, we tried to contact BA to get the second payment refunded, again no one wanting to take responsibility to look through the audit trail. My partner and business partners use BA constantly throughout the year...we will not be using them again. Several phone calls and emails and a stressful start to holiday ..I am disgusted.”

Posted 2 years ago

“BA has offered the worst customer service during the pandemic. The wait times when phoning are over an hour, and then the consultant will just drop the call half way through and you have to start again. I used to fly BA regularly so have had a number of flights that need rebooking etc. I won't be making any new bookings with this airline given the terrible service this past year.”

Posted 2 years ago

“I booked and paid for what I thought was a business class seat on a flight to Athens. What I got was a premium economy seat. The first nine rows were business class seats, rows 10 to 16 were what should have been the premium economy cabin (but had been added to the business class section) which had less comfortable seats that didn’t fully recline, unlike the seats in rows 1 to 9 (I was in row 11). This is not a case of me being snobby, but simply a point of principle and a clear case of BA mis-selling. Had I known prior that I would be paying the same business class price but for seats that were less comfortable than other business class passengers on the same flight, I wouldn’t have booked. I complained on board along with several other passengers who also resented being scammed in that way. I also made a formal complaint to BA but was fobbed off. Apparently this is a long running scam, I don’t know how they get away with it.”

Posted 2 years ago

“We complain to be a over 3 weeks ago and I've had no response whatsoever apart from an automated message. We complained about house flight from Portugal to London where we had to endure twodrunk 60-year old something men. They swore constantly and were extremely disruptive for the whole flight. Despite being obviously drunk the stewardess served them even more alcohol! They constantly removed their mask throughout the whole flight. We are written to be a asking then why these people were served more alcohol despite being drunk and why they were allowed to keep removing their masks. This will be the last time we fly with British Airways. If they cannot control passenger then I think this indicates a real safety issue”

Posted 2 years ago

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British Airways is rated 1.8 based on 257 reviews